knowledge grounding

Knowledge grounding refers to the practice of connecting AI-generated responses to verified, authoritative data sources to improve accuracy and reliability. In the context of Microsoft Copilot Studio, knowledge grounding enables virtual agents to pull real-time information from backend systems, such as municipal service databases, rather than relying solely on generative AI. This approach reduces hallucinations and ensures that answers reflect current policies, schedules, and rules. The City of Montréal's 24/7 public service bot exemplifies this technique by grounding citizen-facing conversations in official city data, allowing the bot to provide trustworthy responses about waste collection, permits, and other services. Knowledge grounding is a key consideration for organizations deploying conversational AI in enterprise or public-sector settings.